HOSP8226 - Certificate for Customer Service in Hawai'i (in Japanese)

Course Description

"O ke aloha ke kuleana o kahi malihini", which means "love is the host in strange lands".

According to Olelo No‘eau: Hawaiian Proverbs and Poetical Sayings by Mary K. Pukui, "in old Hawai‘i, every passerby was greeted and offered food whether he was an acquaintance or a total stranger".

A customer service representative or "Ambassador of Aloha" is responsible for conveying a sense or professionalism in all situations, sharing factual knowledge of the Hawaiian culture, displaying diplomacy and protocol in serving visitors and caring for the aina while providing an engaging, memorable and safe travel experience for Hawai‘i's global visitor.

During this training program (taught in Japanese), you will:

• Obtain an understanding of industry standards and expectations
• Learn to enhance your customer service and cultural awareness skills
• Learn essential communication, interpretive and storytelling skills
• Learn to share stories of Hawai‘i that are both factual and engaging

Eligible candidates who successfully complete the training program and pass the capstone project will receive a Certificate for Customer Service in Hawai‘i. The capstone project will be completed in the English language.

Course Outline

Required Training Pathway and Courses: 

• Introduction to Hawai‘i's Visitor Industry (2 hours) 
• Ho‘okipa Me Ke Aloha (8 hours) 
• Foundations of Hawai‘i (8 hours) 
• Communicate with Impact: Talking Story about Hawai‘i (8 hours) 
• Know Your Island: (Island Specific) (4 hours) 
• Servicing the Global Customer (6 hours) 

Learner Outcomes

• Describe Tour Guide Professional Standards as defined by the Hawai‘i Tourism Authority and how it applies to all sectors of the visitor and customer service industries.
• Demonstrate professional standards when dealing with both visitors and residents of Hawai‘i.
• Create a customized visitor experience based on guest preferences and requests.
• Present interesting and accurate information about the history, culture, language, and significant sites of both the State of Hawai‘i and their specific island location.
• Respond appropriately to a diverse customer audience.
• Incorporate the service principles of "Hospitality with Aloha" in their role and career as professional "host" of Hawai‘i.

Notes

Please note: You are encouraged to bring a laptop, tablet and/or smartphone to class to assist you with in-class assignments. If you don’t have access to any of these items, please inform your instructor so we can make arrangements for you.

Certificate Eligibility Requirements

This Certificate of Professional Development is granted to learners who successfully complete all the requirements for the listed courses in this class (Attendance requirement: Attendees are required to attend at least 80% of the classes.)

To be eligible for the Certificate, learners must complete the entire training program and capstone project within one year.

Class materials will be in English.